Shikelia Allen
Henderson,NC
Timeline
Patient Service Associate - Duke Health
09.2023 - 09.2025
Customer Service Representative - Continuum
06.2020 - 08.2023
Customer Service Representative - Aetna
04.2016 - 02.2022
Customer Service Representative - Samsung Electronics
07.2014 - 02.2016
Western Vance High School - High School Diploma,
Work Preference
Work Type
Full TimeLocation Preference
RemoteOn-SiteHybridImportant To Me
Career advancementWork-life balanceCompany CultureHealthcare benefitsWork from home optionPersonal development programsWork History
Patient Service Associate
Duke Health
09.2023 - 09.2025
- Coordinated patient scheduling and follow-up to optimize appointment flow.
- Managed electronic health records, ensuring accuracy and compliance with regulations.
- Provided exceptional customer service, addressing patient inquiries and resolving concerns efficiently.
- Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks
- Reduced wait times for patients by optimizing appointment schedules and coordinating with clinical staff
- Verified patient insurance eligibility and entered patient information into system.
- Processed payments using cash and credit cards, maintaining accurate records of transactions
- Greeted and assisted patients with check-in procedures
Customer Service Representative
Continuum
06.2020 - 08.2023
- Answered phone with friendly greeting to create positive inbound calling experience for customers
- Maintained high levels of professionalism by adhering to company policies and guidelines when interacting with customers
- Managed multi-channel communications through phone, email, and chat platforms.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients
- Increased first-call resolution rates by carefully listening to customers" needs and providing accurate information based on their inquiries
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
Customer Service Representative
Aetna
04.2016 - 02.2022
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Processed and reviewed claims using billing software to ensure accuracy and compliance.
- Resolved billing inquiries and discrepancies, Copays, Deductibles, Out of pocket cost.
- Resolved patient inquiries regarding insurance claims and medical billing procedures.
- Managed high call volume with professionalism and empathy, ensuring timely resolution of customer concerns.
- Enhanced patient satisfaction by addressing inquiries and resolving issues related to medical appointments, billing, and insurance
- Handled sensitive patient information with confidentiality, adhering to HIPAA regulations at all times.
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
- Used computerized data management systems to organize immense datasets and coordinate care details for large patient bases
Customer Service Representative
Samsung Electronics
07.2014 - 02.2016
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Learned and adapted quickly to new technology and software applications.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours across night, weekend, and holiday shifts.
Overview
11
11
years of professional experience
Education
High School Diploma -
Skills
- Appointment scheduling
- Insurance verification
- Healthcare systems
- Customer service
- Eligibility determination
- Multitasking and organization
- Data entry
- Patient confidentiality
- Professionalism and ethics
- Medical terminology
- Patient registration
- Medical billing
- Team leadership
- Payment processing
Summary
Healthcare professional prepared to excel in patient care and administrative duties.
Proven ability to manage patient interactions, coordinate appointments, and support clinical operations. Known for team collaboration and adaptability, leveraging communication and organizational skills to achieve optimal patient outcomes.